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We are looking for a dynamic and experienced Complaints Team Leader to join a growing company in the financial services sector. The ideal candidate will have a strong background in team leadership and customer service. This role involves managing a team of complaint handlers, ensuring high standards of service, and compliance with regulatory requirements.

Key Responsibilities:

* Team Leadership: Lead, mentor, and manage a team of complaint handlers, providing guidance and support to ensure the team meets and exceeds performance targets.

* Complaint Resolution: Oversee the handling and resolution of customer complaints, ensuring timely and satisfactory outcomes in line with company policies and regulatory standards.

* Process Improvement: Identify trends and patterns in complaints, providing feedback and suggestions for process improvements to enhance customer satisfaction.

* Performance Management: Monitor team performance, conduct regular reviews, and implement development plans to ensure continuous improvement and skill enhancement.

* Compliance and Reporting: Ensure all complaints are handled in compliance with financial regulations and company policies. Maintain accurate records and produce regular reports on complaint trends and resolutions.

* Stakeholder Engagement: Liaise with internal departments and senior management to escalate and resolve complex cases, ensuring clear communication and collaboration.

* Training and Development: Organise and deliver training sessions for team members, ensuring they are equipped with the necessary skills and knowledge to handle complaints effectively.

Qualifications and Experience:

* Proven experience in a leadership role within a financial services business, focusing on complaints management or customer service.

* Strong understanding of financial services regulations and complaint handling processes.

* Excellent communication and interpersonal skills, with the ability to manage and motivate a team.

* Strong problem-solving skills and the ability to think critically under pressure.

* Ability to work rotational shifts, including evenings and weekends.

* A customer-centric mindset with a commitment to delivering high-quality service.

Preferred Qualifications:

* Previous experience in a complaints handling role within a financial services environment.

* Previous experience within Financial Services.

Benefits:

* 33 days holiday (25 days annual leave and 8 public holidays)

* Birthday day off

* Discretionary bonus

* 15% pension contributions

* Eyecare and PMI benefits